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Hendrik Diepers
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Decks in this class (33)
Lecture 1
Five gaps to perceived service qu...,
Provider gap 1 2,
Provider gap 2 3
21
cards
book chapter 1
Services include 1,
Lovelocks classification of servi...,
Services directed at people tangi...
14
cards
book chapter 2
Search qualities 1,
Experience qualities 1,
Credence qualities 2
20
cards
book chapter 2 (2)
Global differences the role of cu...,
Values and attitudes differ acros...,
Manners and customs cultures 3
9
cards
Lecture 2
What or who is the direct recipie...,
What or who is the direct recipie...,
What or who is the direct recipie...
16
cards
Lecture 2 (1)
When ability to evaluate high but...,
When motivation to evaluate high ...,
External information sources 3
22
cards
Lecture 3 (1)
Perceived service quality psq 1,
Nordic perspective technical qual...,
Nordic perspective functional qua...
18
cards
Lecture 3 (2)
First time and recovery service e...,
Factors that influence desired se...,
Factors that influence adequate s...
23
cards
lecture 4 (1)
Aggregation and generalization 1,
Ten dimensions of perceived servi...,
Ten dimensions become five dimens...
17
cards
Lecture 4 (2)
Convergent validity 1,
Discriminant validity 2,
Predictive concurrent validity 3
6
cards
book chapter 3 (1)
Customer expectation 1,
Possible levels of consumer expec...,
Possible levels of consumer expec...
21
cards
book chapter 3 (2)
One internal and three external f...,
Explicit service promises 2,
Implicit service promises 3
14
cards
Book chapter 4 (1)
Ensuring high customer satisfacti...,
Satisfaction vs service quality 2,
Perceived service quality is a co...
20
cards
Book chapter 4 (2)
Four core dimensions that custome...,
Efficiency e bullshit 2,
Fulfilment e bullshit 3
20
cards
lecture 5
New service expectation 1,
New service design 2,
New service test 3
21
cards
lecture 6(1)
Key determinants of the gap betwe...,
Relationship management 2,
Motivation of organization 3
19
cards
lecture 6 (2)
Loyalty management programs 1,
Loyalty management strategies lev...,
Loyalty management strategies lev...
17
cards
chapter 5 (1)
The customer gap 1,
Provider gaps 2,
Provider gaps 3
12
cards
Chapter 5 (2)
0
cards
chapter 6 (1)
The information available in a da...,
Big data 2,
Data mining 3
16
cards
chapter 6 (2)
Ethnography 1,
Netography 2,
Mystery shoppig 3
25
cards
Lecture 7
Gap 2 1,
Determinants of gap 2 2,
New service development 3
20
cards
lecture 7 (1)
Gap 3 1,
Determinants of gap 3 2,
Service personnel conflicts 3
18
cards
lecture 8
Franchising 1,
Existence of franchising 2,
Motivation for franchisor 3
17
cards
lecture 8 (1)
Sor model of servicescape impact 1,
Atmospheric stimuli 2,
Responses to serviscape 3
10
cards
chapter 7
Relationship marketing 1,
Grongroos divided customer expect...,
Transactional expectations 3
8
cards
chapter 8 (1)
Risks in attempting to describe s...,
Types of new service 2,
Service innotation and developmen...
4
cards
chapter 9
Yield management 1,
Gap 3 2,
Determinants of gap 3 3
21
cards
Chapter 9 (1)
Managing supply schedule workshif...,
Managing supply use part time emp...,
Managing supply cross train perso...
10
cards
chapter 10
Perceived controle 1,
Behavioral control 1,
Decisional control 2
14
cards
chapter 10 (1)
Factors withing the firms control 1,
Social system in queues 2,
Factors withing the firms control...
11
cards
lecture 11
Service profit chain 1,
Service profit chain eg 1,
Strategic model 2 2
26
cards
lecture 12
The communication challenge 1,
Advertising goals 2,
Brand identity 3
15
cards
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services marketing
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